Senior Customer Success Specialist

Direct Customer Support Coverage • Provide dedicated, responsive, and technically credible support coverage across all inbound channels (e.g., tickets, email, chat, and phone). • Handle the full range of support requests: product bugs, configuration questions, user access and account issues, troubleshooting, and integration-related inquiries • Resolve issues with urgency and thoroughness, not just closing the ticket, but confirming the customer is genuinely unblocked and understands what happened • Deliver every support interaction with the clarity, professionalism, and patience that transforms a frustrating moment into a trust-building one • Maintain response and resolution SLAs, and hold yourself to a higher internal standard than the minimums required • Follow up proactively on resolved issues to confirm resolution held and the customer has no outstanding friction Escalation Triage & Issue Investigation • Serve as the first escalation point for complex, ambiguous, or high-severit...